Information Technology Help Desk

IT Help Desk Associate

Position Overview:

We are looking for an experienced and proactive IT Help Desk Associate to provide exceptional technical support across various facets of our organization. This role will involve supporting both our executive and leadership teams, as well as managing the on-site workstations for laboratory and facilities equipment. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and the ability to contribute to the improvement of our IT services.

Key Responsibilities:

• IT Support and Troubleshooting:
• Provide comprehensive support for IT issues, including hardware, software, and network-related problems, specifically for our executive and leadership teams.
• Offer technical assistance for on-site workstations used in laboratory and facilities environments, ensuring seamless operations.
• Laptop Configuration and Deployment:
• Manage, configure, and deploy company laptops for new hires and existing employees.
• Perform laptop imaging, re-imaging, and hardware maintenance as required to ensure optimal performance.
• Conference Room AV Equipment Management:
• Set up, maintain, and troubleshoot conference room AV equipment, including video conferencing systems, projectors, and meeting room hardware.
• Ensure all equipment is in working order to facilitate smooth meetings and presentations.
• User Access and Application Management:
• Oversee user access and permissions across various business applications, ensuring appropriate access control and system security.
• Perform software installations, updates, and manage software licensing to ensure all applications are up-to-date and compliant.
• Technical Documentation and Knowledge Base:
• Create and maintain technical documentation, FAQs, and knowledge base articles to empower end-users and ensure consistent issue resolution across the organization.
• Continuously update resources to improve usability and accessibility of IT-related information.
• Process Improvement and Recommendations:
• Contribute to process improvement initiatives by identifying areas for efficiency gains and recommending solutions to enhance IT service delivery.
• Collaborate with cross-functional teams to implement best practices and optimize IT operations.

Qualifications:

• 2 years of experience in IT support or a related field.
• Solid understanding of hardware, software, and networking concepts.
• Strong troubleshooting skills with a customer-focused mindset.
• Experience with laptop imaging, reimaging, and deployment.
• Familiarity with conference room AV equipment and video conferencing systems (Zoom, Microsoft Teams, etc.).
• Knowledge of user access management and software licensing processes.

Preferred Qualifications:

• Familiarity with lab or research facility IT support.